This document provides an overview of service design and public procurement innovation. It discusses key concepts in service design like desirability, feasibility, and viability. It outlines IDEO's design process and double diamond model. Various design methods are presented for different stages of the process, such as stakeholder mapping, customer journeys, personas, role playing, and prototyping. The document also discusses using public procurement to source innovative solutions to urban challenges through a platform like Citymart.com. It concludes with the topic of the author's research project on designing for citizen engagement to frame complex problems in cities.
13. Services Design
The design of new services is an activity that should be able to link the technoproductive dimension (What is the realm of the possible?) to the social (What are
the explicit areas of demand and what the latent ones?) and cultural dimension
(What behavioural structures should one seek to influence? What values and
qualitative criteria should we base our judgments on?)
-Manzini
Service design is the activity of planning and organizing people, infrastructure,
communication and material components of a service in order to improve its quality
and the interaction between service provider and customers.
-Service Design Network
15. Designing interactions, relations and
experiences
Designing interactions to shape
systems and organisations
imagining future directions for service
systems
exploring new collaborative service
models
Service Designers visualize, formulate and choreograph solutions that are not yet
available. They watch and interpret needs and behaviours and transform them into
potential future services. In the process, exploring, generating and evaluating
approaches are used similarly and a redesign of existing services is just as much a
challenge as the development of new innovative services. –
Birgit Mager from the Design Dictionary published by Birkhäuser, Basel (2008)
http://www.youtube.com/watch?v=f5oP_RlU91g
22. Understand the people
Get inspiration and feedback
Co-design
Cultural Probes
Read: Tuuli Mattelmäki –
Design Probes
https://aaltodoc.aalto.fi/bitstream/handle/1234
56789/11829/isbn9515582121.pdf?sequence=1
http://www.sfu.ca/~nrz/333%20website/index.html#section2
36. The signals have tactile arrows
which when pressed, speak
the street name and verbalize
different commands for the
pedestrian depending on the
status of the signal. The signals
emit a beeping sound to
inform the person where an
APS is located.
37. e-Adept is a cooperative project within
the areas of personal navigation, travel
planning and safety.
The service facilities are offered via a
mobile telephone. Positioning equipment
is connected to the hand unit. The
positioning unit is based on GPS and
inertia navigation equipment. The
combination of these technologies allows
for navigation in both urban areas and
indoors.
39. Citymart.com service: Call for solutions
38 cities
75 challenges
+1000 solutions
Challenge areas: health, transport,
tourism, sustainability and energy
efficiency, citizen participation, social
innovation and other public services.
40. My reserach project (today’s title ;):
Designing for citizen engagement to frame
complex problems in cities